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Maximise Your Revenue Through Excellent Customer Service!

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For this fantastic Chamber event, we are delighted to welcome Clare Pinchbeck of Hettie's Catering in Pitlochry.


"Last year (2016) more than a quarter (28%) of consumers spent less with a company or took their custom elsewhere after receiving poor service – at a cost of over £37 billion to companies". Ombudsman Services reported.


As business owners, it is part of the job description that we all believe in great customer care, exceeding their expectations, 'wowing' them... blah blah.. you know the script. Time to rethink - Clare will show you how to turn, what is considered, a "soft" skill - customer care - into a strategic business area that will postively impact your bottom line in a matter of days or weeks.

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About Clare Pinchbeck

Clare grew up on the eastern edge of Glencoe, on Rannoch Moor, at Rannoch Station. She entered the world of hospitality aged just 11, when she asked the owner of the 7 bedroom hotel at the station for a job in the summer holidays. There began a love affair with all things customer!

After college Clare completed her hotel management training with Trust House Forte and went on to be one of the youngest General Manager’s in the UK aged 26. Clare has had experience in 3, 4 and 5 star hotels. Clare had a spell in sales and marketing, but discovered that the level of customer service in the roles she found herself in were in direct conflict with her passion to really look after customers.

In 2010 Clare opened Hettie’s Tearoom in Pitlochry. With a clear ‘why’ and a firm focus on making Hettie’s a really great experience as well as just a great place for tea and cake. Clare has developed Hettie’s into the award winning success it is today, welcoming over 80,000 customers per year.

At Hettie’s Clare developed a 7 step process to customer service and in 2016 she decided to make a generic version of the tearoom model and roll it out to other businesses to guide them to improve their customer offering with a clear path to increasing the cash in the business quickly.

Clare lives in Pitlochry with daughter Henrietta (Hettie) who is 12 and Rascal (4 legs)! In her spare time Clare loves to walk the dog, study personal development, have early nights and early mornings, spend time with family and is always busy fundraising for Guides and her daughter’s equestrian vaulting team, Pegasus.


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